The pandemic has accelerated the transition to digital and consumer expectations have been rapidly rising. In this digital world consumers demand better experience, smooth self-service pushing for fierce competition among businesses. Those organisations who choose to use this moment to create opportunity for improving customer experience through personalised approach will see the benefits such as:

• Anticipating and meeting customers’ expectations at the initial stage of their journey with your business
• Creating a truly connected customer journey across all channels by using the latest AI and cloud technologies
• Reducing friction points through personalised communication

Hear from Coca-Cola about their vision and how they plan to leverage personalised services. Also Cranfield University will share their thoughts and approach on personalised communication according to customers’ segmentation.